Realpresence Trio 880 Visual+ Video freezing during meetings

[Arturas Rimonis]

Trio MAC: 00:04:F2:FF:C3:11

Visual+ MAC: 00:04:F2:FE:2B:5C

[SteffenBaierUK]

Hello Arturas,

I suggest the following logging so you can provide this to your reseller Ingram Micro Distribution GmbH

<logging log.render.level="0"
	log.level.change.SIPT="0"
	log.level.change.SO="2"
	log.level.change.MRDIS="2"
	log.level.change.MRCAM="2
	log.level.change.VSR="2"
	log.level.change.MCU="2"
	log.level.change.PKT="2" />

Also check:

• Check the rx FEC stats from Settings > Status > Diagnostics > Media Statistics -> Next page and see if there are rebuilt/dropped frames.
• Check the Settings > Status > Diagnostics -> Networked Devices stats for dropped packets, fast update requests, etc.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

[BG_OBS]

Hello,

Seems we got the same issue during the Skype video conference call.

During a P2P the quality is ok but during a conference the image is fuzzy and sometimes blocked.

We use the latest release FW: version 5.4.5.9188.

LAN switch ports and Trio /Visual+ are configured with Auto/Auto and using 1G/Full

Any idea to share to solve this problem?

Thanks and Brgds

Bastien

[SteffenBaierUK]

Hello Bastien,

welcome to the Polycom Community.

Could I kindly ask you to follow the instructions given to the prior poster ?

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

[pingme]

Was this resolved? as we're experiencing the same issue. I did lower the call rate which did improved the freezing and was happening less, that was a very obvious improvement. However, is still not 100%....

[SteffenBaierUK]

Hello PingMe,

welcome to the Polycom Community.

Could I kindly ask you to follow the instructions given to the prior poster ?

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

[Chuong Quang]

Hi!

I have the same issue with Trio 8800 and Visual+.

I checked on disganotic, on Camera 1 of network device, it show fast update Request :1

We have about 10 Trio 8800 have the same issue.

Please help to check ASAP.

Thank you!

[Chuong Quang]

I attached a picture from digsanotics.

[SteffenBaierUK]

Hello @Chuong Quang,

welcome to the Polycom Community.

Several replies from myself already outline the suggested logging settings to determine the root cause and in addition have advised the previous posters to open a case with their reseller.

For yourself, especially if you require support ASAP, raise this with your reseller.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

End Customers are unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services